Automate even the most complex paper-based customer interactions for smooth customer journeys, improved operational efficiency and enhanced agent experience

Despite the emergence of digital and voice communication, many traditional consumer segments and types of correspondence depend on paper-based contact. This is especially true for customer complaints, form-based workflows (such as claims and renewals) and legislative/compliance matters – many of which are vitally important to organisational success. This means written (or white-mail) communication continues to be a vitally important aspect of company contact and is expected to remain so for many years to come.

numero's Document Management application has a powerful underlying business process automation capability that allows numero to configure the application in many complex ways to improve both user and agent experience. Typical examples include: life and pension policy administration, licence renewal processing, claims handling, complaints, refunds, critical care processing and so on.

For most organisations, document-based interactions are typically extremely labour-intensive and costly to manage. Add to this the inherent time delays and scope for human error and it is easy to appreciate the difficulty of maintaining customer satisfaction and operational efficiency where ‘white-mail’ is involved.

numero transforms document-based communication by automating tasks such as data completion, data verification, data checking, query response generation, outbound document production and more. Furthermore, workflows are automated with everything from the identification of relevant tasks, agents and departments handled by numero without the need for manual intervention. Once allocated to agents, their ability to provide a prompt, informed and efficient response is aided by a 360 degree view of all customer interactions (via all channels) and documents which are automatically appended to the client record for complete case management.

key features

• Automatically escalates issues to agents/supervisors/managers when conditions are met
• Includes centralised, self-learning knowledge base
• Includes predefined workflows for important processes including complaints, claims and renewals
• Intelligently routes documents to relevant agents, departments and workflows
• Automatically interprets inbound documents through proprietary NLP technology
• Responds to inbound documents automatically through pre-defined templates
• Supports complex document processing through highly configurable workflows
• Automatically structures document libraries
• Provides comprehensive management information and reporting